MPN Partner support N-1 policy for on-premises products

Introduction

Microsoft Partner Network members qualify for Core benefits based on their membership level. The N-1 support policy applies to support incidents created using the core benefits below.

Support benefit

Membership level

Partner support Gold 20pack

Gold competency

Partner support Silver 15pack

Silver competency

Partner support MAPS 10pack

Microsoft Action Pack subscription

The N-1 Partner support policy for on-premises products

From July 15 2017, Partner support core benefits follow the N-1 support policy, for on-premises products. The N-1 support policy enables only the newer on-premises products. N-1 includes the current product (N) and the previous product version (N-1). Older (N-2) products and any product where Mainstream Support has ended, are not entitled for support incident creation (see user experience below).Note: Product support is available from Microsoft, for the partner or customer, for products within the Microsoft support lifecycle. Online they should select the “Purchase Support” option and use Pay Per Incident or use an alternative support offering to create a support incident.Note: Cloud products are not impacted by this change

Product summary list

The N-1 support policy applies to all on-premises products. For the products not listed below, please see the example below for more details. The information below will change if a new product or service pack is released, when the mainstream support end date* is reached (usually after 5 years) or if dates are changed by Microsoft.

FAQ

Q1. Does the N-1 support policy impact any other partner support related benefits?A. No. The policy only applies to “Partner support Gold 20pack”, “Partner support Silver 15pack” and “Partner support MAPS 10pack”. Signature support, Advanced Support for Partners and Pay Per Incident are not impacted by the N-1 Support policy.

Q2. Does the N-1 support policy impact my existing support contract?A. Yes. Following a system change July 15 2017 all existing and new support contracts using the Partner Support benefit above will follow the n-1 support policy. Online submission for products not entitled to support will show the error “These contracts cannot be used” and phone requests will be declined (unless an alternative support offering is used).

Q3. How can a partner obtain support for a product no longer entitled to support due to the N-1 support policy?A. Product support is available from Microsoft, for the partner or customer, for products within the Microsoft support lifecycle. Select the “Purchase Support” option online and use Pay Per Incident or use an alternative support offering to create a support incident.

Example: Applying the N-1 support policy for Microsoft Exchange Server

To identify the current and previous product versions, and the mainstream support end date, search the product life cycle

The current version is Exchange server 2016 (N) and the previous version is 2013 (N-1);

The current and previous product are both in mainstream support (usually 5 years from release date). Therefore, Exchange server 2016 and Exchange server 2013 are both entitled to support using Partner support incidents.

The older products such as Microsoft Exchange Server 2010 product are not entitled to support. Therefore, when the Microsoft Exchange Server 2010 product is selected support incidents cannot be created. See User experience using online submission below.

Product classification

Product version

Create a support incident (mm/dd/yyyy)

N - the current product

Microsoft Exchange Server 2016

Yes Mainstream support end date 10/13/2020

N-1 the previous product

Microsoft Exchange Server 2013

Yes Mainstream support end date 4/10/2018

N-2 old products

Microsoft Exchange Server 2010

No*

*Partners or customers may use alternative support offerings or purchase support online for products within the Support lifecycle.

User experience using online submission

When a non-entitled product is selected, online submission will show the message “These contracts cannot be used with XXX”. XXX will refer to the specific offering the user selected eg Partner support Gold 20pack. Product support is available, for the partner or customer, if they select the “Purchase Support” option online to use Pay Per Incident or use an alternative support offering to create a support incident.

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